The Official Venmo Blog

August 13, 2015 · by Tim Bakeris, Head of Support

Here at Venmo we have heard you loud and clear - we know you've been looking for a faster response from our support team, and we are excited to share that we’ve been hard at work building a team worthy of our incredible community.

Today, we are thrilled to announce three new support upgrades that will help get you the support you need, when you need it.

Live Chat

With the launch of in-app live chat you can now have a conversation with us right in the app. If you happen to leave the app while chatting with us, we’ll send you a push notification once we’ve responded (for this to work, make sure you have enabled Push Notifications on your phone). Our goal with live chat is to provide you with timely, effective support. The support team is really looking forward to being able to communicate with you in real time.

If you have questions and want to chat with us now, here’s how:

Step 1: Open the drawer by swiping right or tapping the three horizontal lines in the upper lefthand corner, then choose ‘Help Center’".

Step 2: Select the topic that most closely resembles your problem.

Step 3: Select the Help article that is most closely related to your problem. If it doesn’t help, just tap “Contact Us."

Step 4: Our support agents will be with you as quickly as we can. Chatting with us feels like texting a friend! Just make sure you have Push Notifications enabled on your device.

Upgraded In-App Search

Our in-app Help Center has been upgraded with native, searchable FAQs and help articles. Now you can find relevant help articles just by searching with a few words. For example, looking for information on how to move money to your bank? Type “transfer” and you’ll be shown all of the relevant information. Still can’t find what you’re looking for? Just start a conversation with one of our agents right from the article you’re reading.

24/7 Support Coverage

Over the past few months we’ve tripled the size of our support team and have expanded our hours of coverage to 24 hours a day, Monday through Friday. On the weekends we have people available from 9:00AM - 5:00PM (CDT). We anticipate full 24/7 availability by the end of 2015.

There is still a lot of work to do and we are very excited to continue improving upon the foundation we’ve built. We are fully committed to building the support team that you deserve. Thank you for being patient with us as we grow our team quickly to keep up with our fast-growing community!